Client Success Representative

Overview

The Client Success Representative provides effective support for the Client Success team to ensure the production and timely delivery of customer jobs according to customer specifications and Company quality and service objectives. The Client Success Representative may be assigned to one or more Client Operations teams including Cards, Collateral, or Personalization Central/Instant Issuance.

Schedule: Monday-Friday 8:00am-5:00pm

Hourly Pay: $20.00-$22.00

Responsibilities

• Provide support to internal Production and Client Operations teams to ensure quality and timely customer service is provided and service objectives attained.
• Review and process daily customer requests, submit proofs and approvals, monitor approvals for quick resolution, complete sample process accurately and timely.
• Assists team in proofing customer jobs and job tickets to ensure accuracy of data flowing in and out of department
• Creates and maintains department files
• Creates and distributes customer reports using available tools and ensuring accuracy of information 
• Provides timely feedback or concerns to the correct to team member
• Complies with and maintains all requirements of Quality Management System Program for all areas of responsibility, including all ISO requirements
• Maintains a clean and safe work area and follows all safety requirements 
• Follows all company procedures and rules, industry mandated security procedures and process requirements, and upholds company values at all times.

Qualifications

Requirements:

• High school diploma or equivalent
• 1-3 years of experience in an administrative role in customer service, sales or sales support environment
• Financial service industry experience, preferred

Qualifications:

• Demonstrated strong analytical and problem-solving skills
• Demonstrated critical thinking, strong organizational and process-oriented skills including ability to handle multiple projects and details simultaneously and accurately, including good decision making and troubleshooting skills
• Demonstrated ability to interact and collaborate effectively with others in a diverse environment and to build and maintain positive, professional relationships both internally and externally, and in-person or virtually.
• Demonstrated strong customer service skills, including active listening and communication
• Ability to research issues and challenges to troubleshoot and determine root cause
• Willingness to perform additional tasks which may be outside of the defined role to grow the business and ensure client satisfaction
• Strong verbal and written communication skills including ability to effectively read, write and speak English and ability to write reports, business correspondence and procedures
• Proficient in Microsoft Excel and Word; VBA/Macros
• Must be security-oriented
• Must be reliable through good attendance, punctuality and cooperation.

Physical Demands:

• This role is a Hybrid position that allows the ability to work from home and onsite. This role will be expected to be onsite while training full-time for the first year of employment.
• Hours are minimum 40 hours per week during company’s regular business hours however evening and/or weekend work may be required as job duties demand;
• Work is in a typical office environment; prolonged sitting required (1-2 hours at a time); ability to move around the office to attend meetings; deliver items; gather supplies; set up meetings; etc. lifting up to 20 lbs occasionally.
• Work environment:  Usual office setting; close contact with employees for long periods of time.  The noise level in the work environment is usually minimal.
• Position may require minimal travel by car and/or plane.

Company Overview:CPI Card Group® is a payment technology company and leading provider of credit, debit and prepaid solutions delivered physically, digitally and on-demand. CPI helps our customers foster connections and build their brands through innovative and reliable solutions, including financial payment cards, personalization and fulfillment, and Software-as-a-Service (SaaS) instant issuance. Learn more at www.cpicardgroup.com.

Benefits:Competitive pay rates and an inclusive, empowering and rewarding culture.Solid benefits package including Medical, Dental, Vision, Long Term Disability, Short Term Disability, Life Insurance, Accident Insurance, Critical Illness Insurance, FSA, HSA, Vacation and Holiday Pay, Tuition Reimbursement and 401(k) with a competitive company match percentage.

CPI is an Equal Opportunity Employer, including disability/vets. A complete background including drug screen is contingent upon hire.

Salary : $20 - $22